Call Center Representative

Duties and Responsibilities

• Manage customer relationships in an inbound/outbound call center and work in a fast-paced environment that requires accuracy and use of critical thinking while multi-tasking.


• Answer phones for clinic and transfer calls as needed.; Assisting patients with a variety of needs for calls and text messaging application.


• Ensure accurate insurance information, phone number(s) and address are obtained for appointments that are booked for both new and established patients.


• Triage patients as to urgency of appointment need, if any.


• Enter referring doctor and PCP information into patient chart.


• Call to confirm appointments that have not already been confirmed for your assigned doctor/location.


• Call patients on wait list when/if an appointment becomes available.


• Manage the schedule of your assigned doctor/location by ensuring the doctor is not overbooked and filling in any gaps by calling and moving patients.


• Reschedule appointments for assigned doctor/location when that doctor is blocking their schedule.


• Ensure consultation and doctor to doctor phones calls are routed to the appropriate person in a timely manner.


• When a patient is calling to make a payment over the phone, obtain patient payment information, not patient name and date of birth and give information to the Billing department for processing.


• Answer any questions patients may call in with (i.e.: pricing, insurance accepted, etc.).


• Back up the check in and check out positions as needed; transferring calls to the check in/out phone when filling in so that calls can still be answered and put on hold if needed.


• Demonstrate flexibility to perform any other duties as assigned which are necessary to operate effectively and efficiently.

Qualifications

Required Qualifications:

• High school diploma or an equivalent GED.


• Strong insurance knowledge.


• Strong organizational, analytical and interpersonal skills.


• Exceptional written and verbal communication skills.


• Excellent telephone and customer service skills.


• Ability to work within the operating hours and days for this position; demonstrate good attendance and punctuality.


• Ability to maintain the highest level of confidentiality, follow directions, and apply proper policies, procedures and guidelines.


• Excellent organizational skills with the ability to prioritize workload and multi-task in a fast-paced environment while maintaining accuracy and attention to detail.


• Demonstrate ability to maintain composure and convey a positive attitude while interacting with patients and internal team members.

Preferred Qualifications:

• Proficiency in MS Word, Excel and Microsoft Outlook.


• Bilingual - Spanish

**Interview will take place in the Conroe location**